Salary: 27500(28000 upon a successful probationperiod)
Role type: ComplaintHandler
Location: Remote inthe Peterborough area. You must be willing to travel to thePeterborough once a month.
Reportingto: Customer Care & Escalations TeamLead
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AboutHometree
Join Hometree Group andbe at the forefront of transforming the residential energylandscape. Founded in 2015 Hometree began its journey in the homecover market. Today We are spearheading the shift towards a futurewhere home energy systems are decentralised digitised and relianton renewable sources such as heat pumps solar panels batteries EVchargers and smart controls. This innovative approach is not justabout sustainability; its about empowering homeowners to managetheir energy more efficiently and costeffectively thereby settingnew standards in energy consumption.
We operateacross three dynamicdivisions:
FinancialServices: Here youll contribute to offering flexiblefinancing options that make it feasible for homeowners to embracerenewable energy technologies and make essentialupgrades.
EnergyServices: Be part of our extensive network of localinstallation businesses that equip homeowners with the cuttingedgesustainable energy solutions necessary for reaching netzeroemissions.
HomeServices: Help maintain the comfort andfunctionality of homes with comprehensive coverage plans thatprotect the essential hardware in the home.
AtHometree Group we are committed to guiding UK homeowners on theirjourney towards more sustainable energy solutions and we needpassionate individuals to support them at every step. Join usduring this exciting time and play a pivotal role in a businessthat supports sustainable homeownership in alignment with theirreadiness and needs.
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KeyAchievements
85mCapital Raised Weve raised over 85m todate fromleading global investors including Legal & General Capitaland specialist energy VCs
5Acquisitions Weve expanded our operations byacquiring four key companies across financing (Hometree Financeformerly Bewarm) home cover (Your Repair) and energy services(Geowarmth The Little Green Energy Company andIMS).
100k HomesCovered We cover over one hundred thousand homesacross the UK
250Employees We have over 250 passionate employeestransforming the industry across the Group one home at atime
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TheRole
Our complaint Handlersprovide an exceptional service to both our Customers andOperational teams within Hometree. Working alongside ourescalations team you will support customers with the more complexand complicated of queries when things havent gone 100% right. Youwill display expertise in regulatory compliance report tounderwriters and spend time getting to the root of where we wentwrong to implement improvements to our processes and way ofworking.
Responsibilities:
* Ownership:Acknowledge investigate and resolve customer complaints includingCEO and complex complaints in line with policies andregulations.
* Compliance:Ensure the business adheres to all relevant regulatoryrequirements.
* CustomerService: Deliver exceptional customer service tomeet customerexpectations.
* Deadlines:Adhere to strict timelines for resolvingcomplaints.
* Compensation:Calculate and determine appropriate compensation for customersbased onguidelines.
* Approval:Authorise compensation for the Escalation Team whennecessary.
* Guidance:Provide advice and support to Escalations executives asneeded.
* Analysis:Identify track and report trends or root causes during complainthandling.
* Leadership:Step in to assist or cover for the Senior Complaint Handler& Team Leader in theirabsence.
* Reporting:Compile weekly/monthly reports for the Team Leader and SeniorManagement.
* Collaboration:Work with Senior Management to discuss trends and root causeanalysis.
* Training:Contribute to training and coaching content for EscalationsExecutives.
* DataRequests: Assist customers with Subject AccessRequests.
* Development:Take ownership of your personal development with guidance from theTeam Leader.
What werelookingfor:
* ComplaintHandling: Minimum of 2 years experience in ComplaintHandling.
* CustomerService: At least 5 years experience in CustomerService roles.
* RegulatoryKnowledge: Solid understanding of FOS and FCAregulations.
* CommunicationSkills: Exceptional ability to connect withcustomers and communicateempathetically.
* WrittenCommunication: Strong proficiency in letter writingand other forms of writtencommunication.
* SystemsKnowledge: Ability to quickly grasp and navigatesystems effectively.
* Root CauseAnalysis: Proactive in identifying and resolvingunderlying issues.
* TimeManagement: Expert in managing time and meetingdeadlinesefficiently.
* Resilience:Ability to remain composed and professional when handling unhappycustomers.
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OurRecruitmentProcess:
* InitialCall: Start with an introductory call with ourJunior Talent Acquisition Specialist to discuss the role and yourpotential fit. (30mins)
* SkillsBasedInterview: Engage in a detaileddiscussion about your past experiences with our Customer Care andEscalationsTeam Lead and our Head of Customer Care and Repairs(1hr)
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Perks ofthe job:
We have anever expanding list of benefits that currentlyincludes:
* 33 days holidayinclusive of bank holidays prorata
* Flexible remote workingwith requirement to attend our Peterborough/London office on amonthly basis depending onlocation.
* Free boiler& home emergency cover with Hometree plus 40% discount forfriends &family
* Discounted gymmembership across over 100 UK gyms (independent and chains) andfree fitness wellness and nutritionapps.
* 500 Home officeallowance
* Support for yourmental health and wellbeing viaOliva
* Menopause support fromStella including friends & familyaccess
* Cycle to workscheme
* Regular team socialsincluding Summer and Winterparties.
FCACode of Conduct
At Hometree weprioritise ethical conduct and regulatory compliance. As aregulated financial services organisation we operate under thestrict guidelines and regulations set forth by the FinancialConduct Authority (FCA). We are committed to maintaining thehighest standards of integrity and professionalism in all aspectsof our business.
As a prospective member of ourteam you will be expected to fully embrace and adhere to the FCACode of Conduct obligations. These obligations are designed toensure the fair treatment of customers the preservation of marketintegrity and the promotion of healthy competition within thefinancial services industry.
EqualOpportunity Employer
At Hometreewe are committed to creating an inclusive and representativeenvironment. We know that different experiences perspectives andbackgrounds make for a better workplace and a better planet.Together we celebrate differences and promote a culture where youcan bring your full self to work.
We promise togive you the same opportunities as everyone else and we wontdiscriminate against you at any point in the hiring process or theworking day. This includes how we source talent our interviewprocess our conditions of employment feedback and everything inbetween
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